Your own BI tools
For questions the built-in reports do not answer, your analysts can work on the same reporting data in the BI tool they already use: Power BI, Tableau, Looker, Metabase or any tool that reads a standard database connection or files.
| Way | For | What you get |
|---|---|---|
| Read-only reporting connection | Live dashboards and ad-hoc questions | A read-only login to the reporting data: queue and agent legs, contacts, IVR journeys, 15-minute intervals and, with the dialer, its call attempts, campaigns and dispositions. No CRM data, recordings or settings |
| Metabase | Teams without a BI tool | Metabase hosted next to Floor Walker, connected with the read-only login, with a starter dashboard: service level by queue, contacts per day by outcome, offered and service level by hour today, IVR containment by flow, where callers leave the IVR, agent occupancy and wrap-up outcomes |
| Open data files | Your data warehouse or lake | Every report data set, every night, as Parquet and gzipped CSV |
| Reporting API | Your own applications | The reports' metrics on demand, as JSON, CSV or Excel |
The reporting connection and Metabase are set up on request. Access is never exposed on a public address: we agree with your IT team how your BI tool reaches it, for example over a private network or a VPN. Metabase users and permissions are managed in Metabase itself, separately from Flex users.
Matching the reports
To get the same numbers as the reports, count with the same rules: the business rules (offered, abandoned, within service level, short abandon) are already decided for each queue visit and contact, so every metric in the Metrics catalog is a plain count, sum or ratio. Count by start time, in your local time zone. We give your analysts a description of the reporting data with the connection.